Refund Policy
We want you to love your Serenade. If you are not happy with the song we deliver, you can request a full refund within 45 days of your order — provided the conditions on this page are met.
1. Our 45-day promise
Every Serenade order is backed by a 45-day satisfaction promise. If the song we produce is not what you hoped for, you have two paths to a resolution: you can request a complimentary revision, or you can request a refund. This page explains exactly when each is available and how to use them.
2. When you are eligible for a refund
You qualify for a refund when all of the following are true:
- 45 days or fewer have passed since the date your order was placed.
- You have not downloaded any song from your delivery page.
- You have not requested or received a revision for any song in your order.
- The order was placed and paid through Serenade’s official checkout.
3. When you are not eligible
A refund is not available once any of the following has occurred:
- You have downloaded any song from the delivery page. This applies to every song in your order, including a single song from a Premium two-song order. Once a song has been downloaded it is on your device, and we cannot recover it — at that point the product has been delivered in full.
- You have requested a revision for any song in your order. Revisions and refunds are alternative remedies, and choosing one means waiving the other.
- More than 45 days have passed since your order date.
4. Streaming versus downloading
To be clear: listening to your song using the audio player on the delivery page does not affect your refund eligibility. Only pressing the Download button counts as taking delivery of the product.
5. Revisions, the alternative to a refund
Each song in your order includes one complimentary revision. If the song is close but not quite right, a revision is often a better outcome than a refund. Email support@serenade.media with:
- Your order ID (the
ord_...value from your confirmation email). - A short description of what you would like changed — mood, lyrics, instrumentation, voice, anything else.
Revisions are typically delivered within seven days. Once a revision has been requested, the order is no longer refundable — see the previous section.
6. How to request a refund
To request a refund, email support@serenade.media from the email address you used at checkout, and include:
- Your order ID.
- A brief reason for the refund — optional but appreciated. It helps us improve.
We process refund requests within 5–10 business days. Refunds are returned to your original payment method via Stripe. Depending on your bank, the funds may take a further few business days to appear on your statement.
7. Cancelled or failed orders
If something goes wrong on our end and we cannot deliver a working song — for example, the AI pipeline fails and we are unable to produce audio — you will be refunded automatically. The download-and-revision rules above do not apply in that case, because no usable product was delivered.
8. Chargebacks
If you have a problem with your order, please email us first. We will resolve almost any reasonable issue quickly. Initiating a chargeback with your bank before contacting us delays the resolution and may make us unable to deliver future orders to you.
9. Contact
Refund questions? Email support@serenade.media.